Cineworld Cinemas are closed | COVID-19 Customer Update and FAQ

All Cineworld cinemas across the UK were closed on Wednesday, 18 March and in Ireland on Tuesday, 17 March 2020, until further notice. This decision was made in the light of the current coronavirus (COVID-19) outbreak and UK government advice, which the company has been carefully monitoring and following.

We are committed to providing a safe and healthy environment for all of our employees and guests. We deeply value our movie-loving customers and their health and wellbeing is our number one priority during this difficult time. We look forward to welcoming you back as soon as possible to enjoy a full slate of film releases.

If you have any questions, please take a look at our Frequently Asked Questions below.

You will be able to get updates on the status of our cinemas via the Cineworld mobile app and online at cineworld.com.

We sincerely wish good health for you and your families during these uncertain times.

The Cineworld Team

FREQUENTLY ASKED QUESTIONS

When will Cineworld reopen? We will be monitoring the situation as it evolves, closely following government and health authority guidelines and will update on any further developments as and when we have them. As always, the health and wellbeing of our customers and staff is our number one priority. We are incredibly grateful for your support and continued passion for cinema

Are you shutting the cinemas because there has been an incident of coronavirus? No. We do not know of any confirmed incidents of coronavirus in any of our cinemas and are closing as a precautionary measure to protect our customers and staff in line with government and health authority guidelines. As always, the health and wellbeing of our customers and staff is our number one priority.

How will you let customers know when the cinema is up and running again? We will post any updates on our website and social channels as well as sending an email to our My Cineworld and Unlimited customers. If you’re currently not a member, you can get updates right here on the Cineworld blog or on our Twitter and Facebook pages.

What's happening to Cineworld staff while your cinemas are closed? We were very pleased when the government announced its Coronavirus Job Retention Scheme to support companies like ours. This scheme has allowed us to put all of our employees who are unable to work on furlough, which means they will be able to keep their jobs and still be paid during the closure. The wellbeing of our employees is our top priority and we will continue to support them as much as possible.

How do I get in contact with you?Our call centre is now closed and we ask that you avoid getting in contact until we reopen unless you really need to. If you need to get in contact with us urgently, please email [email protected]

Can I access My Cineworld account while cinemas are closed?As our cinemas are currently closed, online account management has been temporarily disabled for security purposes. This service will be available again when our cinemas reopen. We’ll email you when we’re up and running again.

I have a My Cineworld Plus account. What will happen to my account? We will be extending the membership of all My Cineworld Plus accounts retrospectively once we re-open equivalent to the total duration that we were closed.

My Cineworld gift card has expired, or will expire soon. What do I need to do?You don’t need to do anything. Once we re-open, simply get in contact with our customer services team and we will replace your gift card for you.

My Cineworld gift box has expired, or will expire soon. What do I need to do?All Christmas Gift Boxes will no longer expire in June. Once we reopen, we will automatically extend the validity by the total period of time that our cinemas were closed. Likewise, all other Cineworld gift boxes purchased ahead of our closure will be extended also.

I received complimentary ticket codes or retail voucher codes that have expired/are due to expire. Will I get new ones?Once we reopen, get in touch with our customer service team through the call centre or on Twitter and Facebook and they will be able to look into this for you.

BOOKINGS

I have booked tickets for Cineworld. What happens now? All online bookings have now been refunded and you should have received confirmation of your refund by email. If you have an outstanding booking and haven’t received a refund please email your booking reference to: [email protected] If you need a refund for a booking made in the cinema, email a picture of the unused tickets to the same address.

I have booked tickets using a Cineworld gift card. How will I get refunded? If you booked online, all bookings will be automatically refunded. If you paid in full or in part with a Cineworld gift card, the gift card will be automatically re-credited. If you no longer have the gift card, you will need to email us at [email protected]

I have booked tickets using a third party voucher code for Cineworld. What happens now? If you booked online using a third-party voucher code, you should be able to get a new code from the third party. Please contact them directly.

If you are paying for your subscription monthly and we remain closed for longer than one month, all payments and memberships were frozen from the 17th April. Some payments that were requested before the 17th April might take a few days to process and so payments may be visible on your account on or just after the 17th April. Any payments taken during the period of closure before this date will be credited to your Unlimited membership account. This means that in the first month immediately after the reopening of your local cinema, you will have zero charges for your first payment due and may have a reduced charge on your second payment due in line with your credit.

Once we know the date of reopening, we’ll inform you by email and provide you an opportunity to update your Direct Debit details if needed.

If you have an outstanding balance from prior to our closure, we will attempt to take this direct debit during the freeze to ensure you are up to date with your payments ready in time for reopening. In the meantime, you can also make a missed payment here.

Alternatively, if you have paid for your membership annually upfront, your membership will be extended by the period of closure (with no further charge) and you will be able to continue enjoying your membership for that extended period once our cinemas are open again.

When we reopen our cinemas, we’ll also be pleased to offer all Unlimited members with no outstanding balance on their accounts as of the 17th April one free ticket to a standard 2D performance so you can treat one of your friends to a Cineworld visit.